'Bring your own support' an option for BYOD enterprises
As the BYOD movement takes hold in the enterprise, many organizations have stood up mobile device management software and whitelisted apps to get a better handle on the personal smartphones and tablets connecting to the network. These backend security strategies take a minimally invasive and least disruptive path to security. Now it looks like enterprises can take a similarly hands-off approach to device support.
Two companies recently touted solutions that take the traditional help desk out of enterprise mobility. On Oct. 21 BoxTone announced that its User Self Service product will allow employees to fix their own devices--reducing support costs 50 to 60 percent, says the company.
"Enterprises and managed service providers can scale faster and ensure their mobile workforce stays productive, while substantially driving down mobile cost-of-ownership," says the announcement.
Meanwhile, BMC Software rolled out an update to its MyIT product including expanded OS and HTML5 support, enhanced language support and integration with BMC's enterprise app store product.
"Employees have higher expectations for their IT experience than ever before, and their impatience with substandard IT services is more acutely felt," says Jason Frye, BMC Software deputy chief technology officer, in the announcement. He says that MyIT helps employees access services and support information from whichever device they are using.
Computerworld notes that ongoing investment in maintenance can outweigh investment in innovation at many companies--a point of frustration for IT workers. It cites a recent Forrester survey of IT executives at more than 3,700 companies. Respondents spent an average of 72 percent of their budget on "keep-the-lights-on" functions that support current operations, says the article.
That could be one reason companies are carving the IT help desk out of their mobile deployments. Earlier this year, Gartner Analyst Jarod Greene told CIO, "It's time to blow up your service desk."
Greene predicts that by 2016, there will be a 25 percent to 30 percent drop in user-initiated contact with the IT help desk.
"There's such a proliferation of information about mobile devices that the need to continually call the service desk decreased. The growth in mobile device management also gave the service desk the ability to remotely fix devices," Greene tells the publication.